The LEWISHAM Care Partnership (TLCP)
Reception /Call Centre Care Navigator
Job Description & Person Specification
Job title
Care Navigator
Line manager
Hub Supervisor
Accountable to
Senior Manager
Hours per week
Full time only 37.5hrs
Job Summary
The nature of the Care Navigator role involves shift work and includes either an early start time or a late finish time (6.45AM start or 8.00PM finish -6/7.5 hrs per shift)
The successful applicant will be the first point of contact when patients either phone or come into one of TLCP sites. They will deliver excellent customer service and arrange appointments for patients with the most appropriate clinician in order to meet the patients wishes. They will give advice to patients about other services and options available to them
This role will be based in the central call Centre of TLCP and at the practices sites for face to face services. Applicants will be expected to work in both settings. The sites are situated within the central Lewisham area.
Mission Statement: ‘Each and every patient Matters’
TLCP Partnership aims to provide high quality health care in a responsive, supportive, courteous and cost-effective manner. We will:
- Provide a service which puts patient welfare at the heart of all we do
- Work within the framework of NHS Primary Care Services to provide professional medical, nursing and other services which meet the identified needs of patients
- Promote best practice through utilising specialist expertise within the practice team and externally and encouraging the continuous professional development of all members of the practice team
- Nurture a culture which is innovative, forward looking and adaptable
- Take into account the evidence provided by scientific and medical research in our treatment
Values
Caring for wellbeing in body, mind, spirit and relationships
- Conveying compassion in word and action
- Assessing and responding to needs
- Providing an appropriate range of services
- Maintaining a health promoting environment
Respecting all
- Showing courtesy
- Seeking to understand
- Treating all fairly
- Valuing each person as a unique individual
- Being especially supportive to the vulnerable
Working as a team
- Relating well within the team
- Valuing the contribution of each team member
- Building a mutually supportive environment
- Co-operating with other teams
- Encouraging responsible involvement by our patients
Integrity
- Speaking and acting truthfully
- Being accountable for our actions
Learning and improving
- Adapting to change
- Building on achievements
- Developing our services
Generic responsibilities
All staff at The Lewisham Care Partnership have a duty to conform to the following:
Equality, Diversity & Inclusion
A good attitude and positive action towards ED&I create an environment where all individuals are able to achieve their full potential. Creating such an environment is important for three reasons: it improves operational effectiveness, it is morally the right thing to do, and it is required by law.
Patients and their families have the right to be treated fairly and to be routinely involved in decisions about their treatment and care. They can expect to be treated with dignity and respect and will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Patients have a responsibility to treat other patients and our staff with dignity and respect.
Staff have the right to be treated fairly in recruitment and career progression. Staff can expect to work in an environment where diversity is valued, and equality of opportunity is promoted. Staff will not be discriminated against on any grounds including age, disability, gender reassignment, marriage and civil partnership, pregnancy and maternity, race, religion or belief, sex or sexual orientation. Staff have a responsibility to ensure that they treat our patients and their colleagues with dignity and respect.
Safety, Health, Environment and Fire (SHEF)
This practice is committed to supporting and promoting opportunities for staff to maintain their health, well-being and safety. You have a duty to take reasonable care of health and safety at work for you, your team and others, and to cooperate with employers to ensure compliance with health and safety requirements. All personnel are to comply with the Health and Safety at Work Act 1974, Environmental Protection Act 1990, Environment Act 1995, Fire Precautions (workplace) Regulations 1999 and other statutory legislation.
Confidentiality
This practice is committed to maintaining an outstanding confidential service. Patients entrust and permit us to collect and retain sensitive information relating to their health and other matters pertaining to their care. They do so in confidence and have a right to expect that all staff will respect their privacy and maintain confidentiality at all times. It is essential that if the legal requirements are to be met and the trust of our patients is to be retained that all staff protect patient information and provide a confidential service.
Quality & Continuous Improvement (CI)
To preserve and improve the quality of our output, all personnel are required to think not only of what they do but how they achieve it. By continually re-examining our processes, we will be able to develop and improve the overall effectiveness of the way we work. The responsibility for this rests with everyone working within the practice to look for opportunities to improve quality and share good practice.
This practice continually strives to improve work processes which deliver healthcare with improved results across all areas of our service provision. We promote a culture of continuous improvement, where everyone counts and staff are permitted to make suggestions and contributions to improve our service delivery and enhance patient care.
Induction training
On arrival at the practice, all personnel are to complete a practice induction program; this is managed by the Deputy Practice Manager.
Learning and development
The effective use of training and development is fundamental in ensuring that all staff are equipped with the appropriate skills, knowledge, attitude and competences to perform their role. All staff will be required to participate in and complete mandatory training, as directed by the training coordinator, as well as participating in the practice’s training program. Staff will also be permitted (subject to approval) to undertake external training courses which will enhance their knowledge and skills, progress their career and, ultimately, enable them to improve processes and service delivery.
Collaborative working
All staff are to recognise the significance of collaborative working. Teamwork is essential in multidisciplinary environments. Effective communication is essential, and all staff must ensure that they communicate in a manner which enables the sharing of information in an appropriate manner.
Service delivery
Staff at The Lewisham Care Partnership must adhere to the information contained within practice policies and regional directives, ensuring that protocols are adhered to at all times. Staff will be given detailed information during the induction process regarding policy and procedure.
Security
The security of the practice is the responsibility of all personnel. Staff must ensure that they remain vigilant at all times and report any suspicious activity immediately to their line manager. Under no circumstances are staff to share the codes for the door locks with anyone and they are to ensure that restricted areas remain effectively secured.
Professional conduct
At The Lewisham Care Partnership, staff are required to dress appropriately for their role. Administrative staff will be provided with a uniform whilst clinical staff must dress in accordance with their role.
Leave
All personnel are entitled to take leave. Line managers are to ensure that all of their staff are afforded the opportunity to take a minimum of 23 days’ leave each year and should be encouraged to take all of their leave entitlement.
Primary responsibilities
The following are the core responsibilities of the Care Navigator. There may be, on occasion, a requirement to carry out other tasks; this will be dependent on factors such as workload and staffing levels:
- Process and effectively signpost patients to the appropriate healthcare professional depending on the presenting condition
- Answer incoming phone calls, transferring calls or dealing with the callers’ requests appropriately
- Process patient requests for appointments
- Process repeat prescription requests
- Initiate contact with and respond to requests from patients, team members and external agencies
- Enter read-code data on Emis Web clinical system
- Photocopy documentation as required
- Data entry of new and temporary registrations and relevant patient information as required
- Input data into the patients’ healthcare records as necessary
- Direct requests for information, e.g. SAR, insurance/solicitors’ letters and DVLA forms, to the administrative team
- Manage all queries as necessary in an efficient manner
- Carry out system searches as requested
- Maintain a clean, tidy, effective working area at all times
- Monitor and maintain the reception area and noticeboards
- Support all clinical staff with general tasks as requested
Secondary responsibilities
In addition to the primary responsibilities, the Care Navigator may be requested to:
- Participate in practice audit as directed by the audit lead
- Support administrative staff, providing cover during staff absences
- Scan patient-related documentation and attach scanned documents to patients’ healthcare records
- Complete opening and closing procedures in accordance with the duty rota
- As required, support Prescription clerk in the management of repeat prescriptions, ensuring that they are processed accurately and efficiently
- Order and monitor stationery supplies
The person specification for this role is detailed overleaf.
Person Specification – Care Navigator
Qualifications
Essential
Desirable
- Educated to GCSE level or equivalent
- Active signposting or Care Navigator training qualification
- Healthcare qualification (level 2) or working towards gaining equivalent level
- Customer service qualification (NVQ) or equivalent
Experience
Essential
- Experience of working in a primary care setting i.e. GP Surgery
Desirable
- Experience of working with the general public
- Experience of working in a healthcare setting
Skills
Essential
- Competent in the use of Office and Outlook
- EMIS / Systmone / Vision user skills
Desirable
- Excellent communication skills (written and oral)
- Strong IT skills
- Clear, polite telephone manner
- Effective time management (planning & organising)
- Ability to work as a team member and autonomously
- Good interpersonal skills
- Ability to follow clinical policy and procedure
Personal qualities
Essential
- Polite and confident
- Punctual and committed to supporting the team effort
Desirable
- Flexible and cooperative
- Motivated
- Problem solver with the ability to process information accurately and effectively, interpreting data as required
- High levels of integrity and loyalty
- Sensitive and empathetic in distressing situations
- Ability to work under pressure / in stressful situations
- Able to communicate effectively and understand the needs of the patient
- Effectively utilises resources
Other requirements
Essential
Desirable
- Flexibility to work outside core office hours
- Disclosure Barring Service (DBS) check
- Occupational Health clearance
This document may be amended, following consultation with the post-holders, to facilitate the development of the role, the practice and the individual. All personnel should be prepared to accept additional, or surrender existing, duties to enable the efficient running of the practice.
Job Types: Full-time, Permanent
Pay: Up to £12.71 per hour
Benefits:
- Bereavement leave
- Company pension
- Employee discount
- Free flu jabs
- Sick pay
Experience:
- GP surgery: 1 year (required)
Licence/Certification:
- Driving Licence (preferred)
Work Location: In person
